Metro Bank PLC

Financial Ombudsman decision DRN-2086063 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Mon Oct 25deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Payment delayed or failed, Service failure

In the Ombudsman’s words

Miss S didn’t receive it until nearly a fortnight later, and she needed to chase it up. Metro let Miss S down herePayment delayed or failed

One of the calls on 13 May 2020 stands out for lacking appropriate sensitivity and being cut short by Metro’s call handler.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2086063.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.